Burned by customer service - Car Audio | DiyMobileAudio.com | Car Stereo Forum

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Old 06-23-2019   #1
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Default Burned by customer service

A bit over 2 months ago I bought a JBL 670 GTI Component set from Sonic. I read nothing but amazing things about the 660ís over the years, and that the 670s were virtually the same minus the waveguides. I get them installed and they sound great. Then 2 Sundayís ago the right woofer cuts out during moderate play during a 20 min drive. Next day I have my installer bench test the woofer and even try running another speaker in the place to rule out it being on my systems end. The test speaker works fine, but the 670 woofer wasnít producing any noise so I open an RA with Sonic because their product page claims they have a 3 year warranty So while Iím waiting for customer service to shoot me an email with instructions I get an email saying they inspected the item and thereís nothing they can do for me, despite the RA just being opened that morning and me not sending them anything yet! So after I point that out I kinda feel like support realized this and backpedaled. That left me with a gut feeling that this wasnít going to be resolved. So I send the woofer to them and as predicted they say they they canít find anything wrong with the speaker. I request a video and to my surprise I get one but in retrospect they only played it for a short time and at a low volume. I get the speaker back, hook it up and itís playing. Iím like Iím glad I was wrong, but after turning the volume up above like 5 , then it goes distorted and stops working. I donít even know what to do at this point.

https://youtu.be/OjiBsp03AT8
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Old 06-23-2019   #2
 
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Default Re: Burned by customer service

I've heard many reports of Sonic Electronix having less than stellar support.

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Old 06-23-2019   #3
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Originally Posted by SlvrDragon50 View Post
I've heard many reports of Sonic Electronix having less than stellar support.
Prior to this I’ve made maybe 5 purchases from them over the years an never had an issue. Though none of the products shit out after 2 months requiring me to contact support.
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Old 06-24-2019   #4
 
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Default Re: Burned by customer service

Krieger88, I don't know what description you originally gave them for the fault, but when I read the OP, I thought the driver was dead. In the video, it is clear that it is intermittent and VC position related. Did you relay this info to them? I worked audio retail in the '80s and had my share of units that came in for repair as dead only to have them work fine. Most were due to customers not understanding how to operate the equipment but some were simply intermittent and working at the time I tested them. A bench test will often not show the same flaws as a car install would. Email them back and explain in detail that it is an intermittent fault that can be replicated by moving the VC. State that you have tried the driver in different environments and it exhibits the same fault. Ask them to test the unit again. If they refuse, contact JBL.
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Old 06-24-2019   #5
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Krieger88, I don't know what description you originally gave them for the fault, but when I read the OP, I thought the driver was dead. In the video, it is clear that it is intermittent and VC position related. Did you relay this info to them? I worked audio retail in the '80s and had my share of units that came in for repair as dead only to have them work fine. Most were due to customers not understanding how to operate the equipment but some were simply intermittent and working at the time I tested them. A bench test will often not show the same flaws as a car install would. Email them back and explain in detail that it is an intermittent fault that can be replicated by moving the VC. State that you have tried the driver in different environments and it exhibits the same fault. Ask them to test the unit again. If they refuse, contact JBL.
Before they shipped my speaker back I asked if my installer could speak to the tech in the screenshots and he just dodged the request and put me straight to an automated response after. I think I’m going to have to go to Jbl at this point.
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Old 06-24-2019   #6
 
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Default Re: Burned by customer service

If you go that route, I would mention to JBL the poor service you received from Sonic. I will likely make no difference, but they should know.
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Old 06-24-2019   #7
 
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Default Re: Burned by customer service

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Originally Posted by Krieger88 View Post
Before they shipped my speaker back I asked if my installer could speak to the tech in the screenshots and he just dodged the request and put me straight to an automated response after. I think Iím going to have to go to Jbl at this point.
Yea, this combined with other horror stories of poor CS pretty much removes Sonic Electronix from my list of stores to shop at. They have some nice deals, and I'd probably buy things unlikely to fail from them such as cables or plastic pieces, but I'd very much rather buy speakers and amps from Crutchfield.

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Old 06-24-2019   #8
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Default Re: Burned by customer service

Can confirm. Sonics customer service is the worst i have ever come across.

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Old 06-24-2019   #9
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Opened up a support ticket with JBL, just waiting on them to call me back.
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Old 06-27-2019   #10
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JBL is going to help me out, though they want me to send back the entire component set for a new one, kinda annoying to yank everything out instead of sending them the one already removed driver. But it’s my only choice if i want to solve my dilemma without spending money I shouldn’t have to.
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Old 06-27-2019   #11
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Default Re: Burned by customer service

Better to swap out both woofers anyway. I'm sure JBL will get you taken care of.

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Old 07-11-2019   #12
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Just waiting on JBL to ship my replacement. They have the wicked combo of being on the opposite coast and moving like snails. One response a day, took 5 days upon receiving to the even check the return and finally told today they’ll ship out within 48 hours. If not tomorrow then it’s going to be delayed to the next business day Monday. Then that would me I wouldn’t get the replacement until the following Monday. Sorry if this sounds like whining but had to rant on how dragged out this becoming.

I even tossed around the idea of just ordering another set of speakers I’ve wanted to try and just sell the BNIB replacement.
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Old 07-11-2019   #13
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Default Re: Burned by customer service

This whole thread is only 2 weeks old. Not a super long delay figuring you worked first with SE and then with JBL. But yeah for sure buy something else like Audiofrog, and sell the JBL's.

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Old 07-12-2019   #14
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Default Re: Burned by customer service

JBL is a solid company. Never had an issue with them on service. They're sending you a replacement, something that SE avoided. Not overnight, but I think they deserve some credit for at least validating the warranty. Most companies would take about the same time

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Old 07-12-2019   #15
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Default Re: Burned by customer service

I alwas got quick responce from JBL, they were always very helpful they once even tested one AMP/2 x SW combo to make sure amp is stable with that load,....

It is of course better to swap both drivers at once
Probably you had minor problem - maybe some loose contact between speaker terminals and VC

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Old 07-12-2019   #16
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This whole thread is only 2 weeks old. Not a super long delay figuring you worked first with SE and then with JBL. But yeah for sure buy something else like Audiofrog, and sell the JBL's.
I’ve been without tunes since the speaker itself stopped working on June 9th. Wasn’t going to run a system without the passenger midwoofer or risk damaging things even further. Wish I went to jbl in the first place instead of wasting time with Sonic. If I could find the audio frog Crossovers for cheap I would of went with those as they’re design is pretty much a more current version of the 660gtis and I love my audio frog subs.
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Old 07-12-2019   #17
 
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Default Re: Burned by customer service

Quote:
Originally Posted by Krieger88 View Post
Just waiting on JBL to ship my replacement. They have the wicked combo of being on the opposite coast and moving like snails. One response a day, took 5 days upon receiving to the even check the return and finally told today theyíll ship out within 48 hours. If not tomorrow then itís going to be delayed to the next business day Monday. Then that would me I wouldnít get the replacement until the following Monday. Sorry if this sounds like whining but had to rant on how dragged out this becoming.

I even tossed around the idea of just ordering another set of speakers Iíve wanted to try and just sell the BNIB replacement.
Pretty standard warranty speed IMO. The bigger the company, the slower they are. My Arctery'x jacket warranty took 6 weeks just to process it.

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